Customer Service Representative

Maunice C. Vick

********@*****.*** / 256-***-**** / Huntsville, AL 35811

Professional Summary

Highly motivated, customer-focused professional with proven track record in remote customer service roles. Skilled in handling routine inquiries, providing excellent communication and problem-solving, delivering exceptional service. Adept at problem-solving, strong communication skills aimed at ensuring customer satisfaction, driving company growth. Fast learner with ability to adapt quickly to new processes, software, ensuring seamless customer interactions, issue resolution. Proven ability to thrive in fast-paced, high-pressure environments, maintaining positive attitude, high level of professionalism.

Work Experience

WellCare - Customer Service Representative 08/2024 - Current

Remote

●Managed 80% of customer orders, inquiries through various channels, including phone, email, in-person communication, prioritizing high-quality service delivery, ensuring minimal wait times for customers

●Delivered exceptional customer service by actively listening to customer needs, providing appropriate solutions, following up to ensure satisfaction, resulting in 25% increase in repeat customers

●Demonstrated utmost professionalism in handling customer information while maintaining strict confidentiality, complying with privacy policies, resolving issues effectively

●Proactively strived to resolve customer issues during initial interaction, aiming for first-call resolution, leading to 15% improvement in customer satisfaction rates

●Assisted customers with troubleshooting technical issues, processed orders, provided detailed product information, resulting in 20% increase in cross-sell, upsell success

Progressive- Direct Support Professional 08/2022 - 06/2024

Remote

●Communicated with customers in clear, concise, courteous manner, ensuring effective understanding, resolution, improving customer retention by 10%

●Handled routine customer service inquiries, problems via telephone, digital, chat channels through effective communication, problem-solving skills, maintaining resolution rate of 98%

●Resolved customer complaints, maintained clean, organized checkout area, ensuring service level targets consistently met

●Achieved customer service goals, surpassed customer expectations, improving call handling times by 15% while maintaining high level of service quality

Amazon - Customer Support Representative 01/2018 - 07/2022

Remote

●Automated deposits, payments, documentation reports, reducing production time by 75%, improving operational efficiency across teams

●Assisted 100+ customers per day in fast-paced, back-to-back call environment, demonstrating energetic engagement while managing diverse customer needs

●Responded to customer inquiries about reward redemptions, customer information updates, card activations, payments, lost or stolen cards, statements, APR inquiries, credit line increase/decrease requests

●Utilized multiple systems to troubleshoot, respond to, document customer inquiries, ensuring customer data was accurate, up to date, contributing to 10% reduction in service errors

Skills

●Excellent Communication Skills

●Proficient In CRM/SAP/Zendesk Salesforce Systems

●Microsoft Word

●Attention To Detail

●Data Entry

●Record Keeping

●Flexible To Change

●Transcription

●Error Identification

●Live Chat Support

●Administrative Support

●Ability To Thrive In Fast-Paced Environment

●Ability To Multi-Task

●Time Management

●Organized

●Detail Oriented

●Phone Etiquette

●Escalation Handling

●Project Management

●Typing Speed Of 80 Wpm

Education

Customer Service Certificate

Johnson High School

High School Diploma

Contact this candidate